Operations Analyst

Philippines Documentation Bonifacio Global City, Philippines

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Description

The Central Operations Analyst is an internal-facing role responsible for driving operational efficiency and effectiveness across the Courts and Justice (C&J) division. They identify operational trends through data analysis, make recommendations to improve business processes, maximize the use of corporate tools, continuously improve operational services, and minimize operational spend.
This specific position will manage third-party software licenses and tools that our employees use, as well as be responsible for reviewing and processing contracts for Enterprise Justice. These responsibilities require coordination across department disciplines, business units, corporate shared services, and other divisions. 
 

This position requires exceptional analytical skills, high attention to detail, positive professional attitude, an innate desire to provide the highest level of customer service, and the ability to thrive in a team.

Responsibilities

  • Facilitate procurement of third-party software licensing for the use of Tyler internal users.

  • Anticipate and manage renewals of software maintenance and subscriptions.

  • Serve as a Subject Matter Expert for internal cross-departmental tools, responsible for hands-on administration, maintenance, support, testing, training, and implementation of features. Consult with teams on usage. Provide thought-leadership on applications of the tools across the business.

  • Serve as primary point of contact for tools issues. Troubleshoot bugs and unexpected behavior experienced by divisional staff, and then partner with IT to resolve any issues.

  • Participate in divisional and enterprise-wide tools projects, primarily as a Subject Matter Expert and consultant, as well as assisting in facilitating and tracking project progress as needed.

  • Define and facilitate change management in tools usage, business policies, and procedures through documentation, training, and communication of features and functionality changes.

  • Assist the Contract and Financial Analyst to:

    • Maintain contract and financial practices for C&J SaaS and M&S Enterprise Justice contracts, including the financial processes of contract auditing, billing auditing, contract renewals, contract commitments, and reporting financial metrics.

    • Audit past, current, and future billing. Partner with accounting to resolve invoicing issues.

    • Identify and mitigate gaps in practices and processes.

  • Deliver various reports as needed for the business.

  • Design, implement and monitor metrics for various initiatives, tracking efficiencies and performance to identify successes and opportunities for improvement. This includes business metrics, process efficiency metrics, employee feedback, and quality control measures.

  • Collaborate with various teams on continuous improvement projects.

  • Perform other job-related duties and responsibilities as assigned.

 

Qualifications

Required

  • BS/BA degree in computer science, information technology, or a related field or equivalent experience.

  • Experience (at least two years) in at least one of the following is required:

    • Administration of, procurement of, compliance of and/or support of third-party software licensing for the internal use of a business environment.

    • Experience with contract language and billing commitments.

  • High proficiency with Microsoft Office (Word, Excel, Outlook, Teams).

  • Ability to understand contracts, business processes, and quickly learn tool(s).

  • Excellent consultative skills: written and verbal communication, analytical reasoning, critical thinking, problem solving, time management, collaboration, adaptability, inquisitive nature.

  • Excellent attention to detail with the ability to understand and think about the bigger picture.

  • Excellent organizational skills with a proven record of prioritizing and executing on multiple priorities successfully, including the ability to multi-task, work as part of a team, and train employees.

  • Excellent facilitation, teamwork, and customer service attitude.

  • Reliable, self-motivated, self-driven, task oriented with a focus on getting results quickly and on time.

  • Ability to work independently and through partnering. 

 

Preferred

  • Some experience and a powerful desire to learn several of the following tools is preferred: Bomgar, PagerDuty, DataDog, Atlassian JIRA, Microsoft Dynamics CRM, JIRA Service Desk, Confluence, PSA ChangePoint, a survey tool (such as Checkmarx or Survey Monkey).

  • Proficiency with development of technical documentation preferred.

  • Ability to visualize concepts and data, for example, using flowcharts to communicate business processes.

 

Helpful

  • Experience within an IT service desk supporting a business environment is helpful.

  • Certified Software Asset Manager (CSAM), Certified IT Asset Manager (CITAM), and/or experience working in a formal ITSAM program in a business environment. 

  • Ability to communicate complex quantitative analysis in a clear, precise, and actionable manner.

 

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